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An item is missing or damaged during my delivery. What should I do?

Please contact us per email for assistance with your delivery and don’t throw the item away, we may ask for pictures of the damage to ensure we take measures to prevent it happening again.

Can I cancel the online order?

You may at any time cancel the order under the status of 「placed but not billed」. If you want to cancel an order that has been paid or shipped, please contact our customer service.

Can I change the color or shipping address on the order?

If the order is delivered, the change is not allowed. You can cancel the wrong order and place a new order with correct information.
If the order is paid, please contact the customer service of Famisafe official site: famisafe.com to make sure whether you can cancel the order. If the order can’t be cancelled, we suggest you to reject the product and we will arrange a refund to you, and after this you may place an order with correct information.

If I find that the product received is not the product I ordered after I take delivery?

We’re really sorry to hear that, sometimes things can go wrong but don’t worry as we can help. Please contact our customer service to deal with the problem.

What is your returns policy?

Can I return a product if I no longer want it?

We want all of our customers to enjoy their products so if you’re not happy with your order then you can send it back to us. All we ask is that you let us know that you don’t want the order within 7 days of receipt and make sure the products have not been used. Please contact our customer service team, they’ll send you all the information you need.

When will I receive my refund?

Your refund should be returned to your account within 5 working days and we’ll send you an email to let you know it’s on its way. If you don’t receive and it’s been 10 working days since you received our email, then you’ll need to contact our customer service team.

Which account the money will be refunded to?

If you made an on-line payment, the refund will be made to the account used for your payment.

Why is my order shipping in multiple packages?

If the products of your purchase are stored in different warehouses, your order will ship separately.

Are Famisafe products FCC approved?

Yes, Famisafe products are FCC approved.

Didn't find an answer?

If your question is not answered in the Knowledge Base, please log in with your account to contact us directly or email us at support@famisafe.com.